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Community Member
Elaine10lench
Community Member
Oct 10, 2026 6:49 PM UTC
Question

eSim sent to wrong email address

I ordered a new phone upgrade and selected a physical sim. When the phone arrived and I tried to set it up it said I needed an eSim instead. 

I went on the id mobile app and requested an eSim. Only after I did, I realised the billing email address that it was sent to was incorrect by one character.  I've blocked my sim on the app just in case but I'm not sure what to do now. 

    2 replies

    Decembersangel72
    Gold Contributor
    Decembersangel72
    Gold Contributor
    Oct 11, 2026 12:03 AM UTC

    Hi ​@Elaine10lench 

    Your best option is to contact an advisor via Live Chat  (The Live Chat team are available 9am - 8pm Monday to Friday, and 9am - 6pm Saturday and Sunday) :-

     https://www.idmobile.co.uk/live-chat

    When you contact the Live Chat :-

    Type ‘talk to a person’ in the dialogue box and this will bypass the unhelpful chatbot. 

    Please be patient as the agents handle a few conversations at any one time so there will be a delay in connecting with an available agent and also any replies to your query.

    Hope this helps x

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    Gemma M
    iD Mobile Employee
    Gemma M
    iD Mobile Employee
    Oct 12, 2026 5:29 PM UTC

    Hi ​@Elaine10lench,

     

    I’m sorry to hear this has happened.

     

    As the eSIM has been sent to an incorrect email address and you've already blocked the SIM as a precaution, we'd recommend contacting our Live Chat team as soon as possible. They'll be able to complete the necessary security checks, update the email address on the account if required, and arrange for a replacement eSIM to be issued.

     

    https://www.idmobile.co.uk/live-chat

     

    Please avoid attempting any further eSIM requests until you've spoken with the team, as they'll need to verify the account and ensure the replacement eSIM is sent to the correct email address.

     

    Regards,


    Gemma M
    The iD Mobile Social Media Team

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

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